Every form on both sites, traced through the relay to Pipedrive, the CRM and the
notification inbox. Read against the live database and the live site registry, not
from documentation. It does not currently match what Ryan asked for, and section 03
shows the gap.
01How a lead arrives
Four forms feed one relay. Two of them are the websites posting straight to it; two are
OpnForm forms that are all but unused.
Both websites post straight to the relay. The relay is the only thing that decides a lead
is real, and every lead it accepts reaches Pipedrive and the CRM.
02How the CRM picks a desk
The CRM reads the service the enquirer chose, turns it into a business line, and hands the
lead to the team that owns that line. Anything it cannot place falls through to the default.
Three lines have their own desk. Fulfilment does not, so it arrives at the same inbox as
the enquiries nobody could classify.
This does not match what Ryan asked for
"For leads to automatically email to, just Launch@ for now. I don't want it to go into
the general groups yet, as random people might pick it up, launch has the people that
actually field the new leads."
Ryan, 12 August
The CRM is doing the opposite on both counts. Leads are split across the per-line groups
artdept@, promoteam@ and webdept@, and fulfilment
falls through to info@, which is itself a general group. Ryan asked for one
destination so that the people who actually field new leads are the ones who see them.
Nothing named launch@ exists anywhere: not in the CRM, not in
the relay's form registry, not in either website. It has never been configured.
03What it should be, and the change
One desk, every line, until Ryan says otherwise. The per-line split is built and works; it is
simply premature.
Four destinations become one. Nothing is deleted, so restoring the split later is the same
thirty second job in reverse.
The change, in the CRM, no deploy
Settings, Departments. Rename General to
Launch and set its address to launch@jmfield.com. It is
already the default, so everything unmatched arrives there the moment it is saved.
Then set Art, Promo and Web to inactive.
Routing skips an inactive desk and falls through to the default, so all four lines land on
Launch while the desks themselves stay configured for later.
Fulfilment needs nothing: it has no desk of its own, so it already falls through and will
follow the default to Launch automatically.
04The routing table as it stands today
Read from the live departments table. All four desks are active,
and every row on it sends leads somewhere Ryan asked them not to go.
Business line
Desk
Email
Status
print
Art
artdept@jmfield.com
Should be Launch
promo
Promo
promoteam@jmfield.com
Should be Launch
web
Web
webdept@jmfield.com
Should be Launch
3pl
none, falls through
info@jmfield.com
Should be Launch
not set
General, the default
info@jmfield.com
Should be Launch
05Worth knowing while you are in there
The desk is a label, not a mailbox. Routing records which team owns the lead
and shows it on the Leads screen. The email that actually reaches a person today is the
notification the website sends to info@jmfield.com, on the dashed path in the
first diagram. Changing a department changes the label, not who gets an email.
Both brands share one CRM. Leads from 3rdpartyfulfillment.com and
jmfield.com land in the same list, told apart by a badge on the Leads screen. All 3PF traffic
arrives through the paid quote funnel, so it is labelled PPC.
A returning customer's enquiry does not appear on Leads. Someone already in
the CRM as a customer keeps their record and gets a note, but is not put back on the triage
list. Four of the eight labelled contacts are in that state.
Deals lag behind leads. Leads arrive live, but deals come from a Pipedrive
export taken by hand on 12 August. Anything Pipedrive created since is not in the CRM until
someone exports again.